EmpireTodayReviews 255

Consultation done which went well. Never heard back from the agent after I was not approved through their bankers (Wells Fargo). Once approved through credit union I reached out to Eric the consultant to schedule installation date. Never got a return call had to make another call to discuss installation date and price. I was given a different amount that was different from the initial quote, which made me uncomfortable; Several calls before being able to confirm a date. I decide to cancel and got shifted to several different people
Before being transferred to Mike a manager who tried to convence me purchase and he was willing to drop $2000 but as I mention the inconsistence was not assuring. After a 5-7 minutes conversation with Mike and the persistent request to get a refund. I was told that I had 3 days/72 hours to cancel. Please dont make the same mistake I made, first dont give them a deposit ( you are paying for the free estimate) hint: it not free, 2nd dont sign any contract with them to lock in pricing if it the best price and they want your business the quoted price should still be good. Not lowering the price if you desire not to go with their offer. They are building their EMPIRE on the demand of the customers to put down $150 to hold the quote. Please stop taking people hard earned money. If you business is legit there is no need not to refund customers there money back. I will never use Empire or refer anyone to them but I will make consumers aware of their horrible business model and tactic to rob people of money they did not earn. Empire has a Pit Bull aggression to get your business but the sale representative act like they have Dementia when asking you to sign their contract. DON'T DO IT; its your gain not your loss.

Getting the appointment is easy. Pricing is competitive - products may vary but generally you can find what you are looking for and compare with other vendors and retailers. Sales person was awesome. Installation, customer service, dealing with issues afterwards is awful. Laminate installer cut my trim too short and the trim is nicked and scarred - I had just had the whole house painted. Inspector and realtor said I would have to fix before the house could be sold. The quarter-round was done very amateurishly - I could have done better and installer left rough edges. There are definite gaps especially near all door frames. The laminate, vinyl and carpet installers all placed my used carpet on the curb of my house. The laminate installer also left unused quarter-round, cut laminate and debris on my curb. It has been there for over 2 weeks because the city will not pick up carpet and construction debris. I was told I would have to pay to remove this although all documentation from Empire Today says that installers are supposed to take it with them.

Filing an issue with Empire Today is easy and the general customer service agents are nice as they are just taking notes and following process to get the issue rolling and resolved.

Local Empire Today office in Memphis is not as nice and unhelpful. The person who called me back was upset with me for being upset about my trim and quarter-round issue. And after 2 weeks dealing with the City of Memphis Waste Disposal, Empire Today customer service says that MAYBE when a technician comes in 5 days (after 2 weeks already and exhausting the patience of me and my neighbors with trash and used carpet on the curb) that they will pick it up. I will get a call in 24 hours to know for sure. I may get a notice from the city before then. I have priced trash removal as well.

You may have a great experience with the appointment, selection, pricing, scheduling and your rep. However, installation, follow-up, resolving issues in a timely manner are not good. I paid a lot of $$$ to have almost the trim in the living, dining and hallways destroyed. To date, it is not fixed and trash is still on the curb waiting for me to pay for removal.

On one positive note - the flooring does look nice.

The floor guys were 5 hours late. When they arrived here they asked which floor they were doing, I told them the hallway and kitchen only. They asked about the laundry room off of the kitchen and I told them "No, just the hallway and kitchen." I walk into the other room and a half hour later hear one of them say "OH F*CK." I walk into the kitchen only to see that they ripped up the floor in the laundry room... THE EXACT ROOM I TOLD THEM NOT TO DO. The guy turns to me and again asks "were we supposed to do the laundry room?" and again I tell him no. So now they spend the next two hours putting the floor back in the room they weren't supposed to touch before even starting the actual project. Fast forward to 11pm and they're still working on the kitchen and have a powersaw running outside... AT 11PM on a weeknight when people have work in the morning and kids have school. I ask them if they can come back tomorrow because they're being so loud and at this point, neighbors are complaining. They tell me no, they need to finish the job the same day. It eventually gets to the point where I'm in tears and begging them to bring the powersaw inside so that my neighbors don't call the police after having them come by 3 times yelling for them to keep it down. They don't finish until after 12:30 at night (mind you I have to be up for work at 5) and leave the driveway a complete mess. The cops show up just as they're pulling away and it was the worst experience with a company ever. I complained to customer service and someone was supposed to call me and never did. Completely unprofessional company all around. Their price was almost the same as competitors... empire today is not worth it at all.

Empire Today doesn't care about its customers when the warrany expires. Less than 2 years after getting carpeting installed, we had to have it re-stretched and Empire made us pay for it. They were only concerned that the warranty for their installant had expired and if we wanted the fix, it would cost us money. It seems that Empire Today doesn't stand behind the people who install their carpet. If the carpet was installed incorrectly, we should not have to pay for their mistake. This was an frustrating experience. Nobody from either their installation or customer servive seems concerned. They just kept quoting the warranty issue. Having to fix your carpeting less tan 2 years after it was installed is just totally wrong.

We are planning on installing about 1400 sq/ft of new flooring in our home we saw the ad from Empire Today "cover one room at regular price and get any additional rooms for $50 each" so we called to have a sales person come out and measure our area of concern and give us a estimate. The sales person showed up on time but she had window dressing samples not floor samples. She apologized and told us there was no problem she could give us a quote for new flooring. To their credit the sales person was very pleasant and professional. We told her we were interested in the $50 room sale. She told us that it only applied to a few floor coverings and that she could save us $$ on other floor coverings. We told her we would like to know how much it would cost for the sale items, she did some calculations and gave us a figure that was aprox. $10K higher than other quotes we had previously obtained from other companies. When we asked her to explain her figures she could not. When we quoted their ad to her stating that the add did not mention it only applied to a few floor coverings, it only stated that the floor coverings in additional rooms would have to be of equal or lesser value of the main/largest room covered. She could not explain why, only that she could offer us a better deal if we went with other products. We asked her to give us a breakdown of the quote by room she said that Empire did not work that way their quote was all inclusive which included product and installation. She said that the sale did not include labor charges just the product cost. We asked her for the quote of the main room so we could figure the cost of the other rooms based on her entire quote. She told us she could not do that. Since her quote was more than twice that of several other vendors, we thanked her coming to our home and giving us a quote and that we would contact her if we decided to go with Empire. I would stay away from Empire Today since they do not stand behind their "Come-ON" add.

I'm not sure where to start. I had a sales person come out, measure and give me a quote. My wife unfortunately had to leave before the quote to see her uncle in the hospital with a broken hip. I did what I could to make this go as smooth as possible but epic fail on my part. The sales persons name eludes me. I called him back and set up a time for him to stop back by at his convenience. He let me know at that time my wife should have been there to help make a decision on his first visit. Let me think sir, my wife uncle had just fallen, broke his hip and just had surgery. He never stopped back by as promised nor did I get a call. I called back to Empire and went through the entire process again.
1. They sent out Ken George. Nice guy but not very thorough with information though. He did measure and give me a quote.
2. The price he quoted I apparently misunderstood so I called the day of the install.
They dispatcher set me back hours without letting us know via e mail or phone call. This small 81 Square Foot Job took one evening and the next afternoon.
3. They sent one person to do the job. Sadly enough he did not speak English so little communication.
4. No care instructions
5. No follow up call from Ken George even after I called and left a message.
6. I did have other rooms I would have used them form but, not now.
7. I am remodeling another house and will never call this company again or use them for anything.
8. Enjoy the money I paid you because it is the last you will see.

Where to start with the comedy of errors. Had an appointment 2/26, told them to come at 5; 45 due to work schedule, they call me at 4:30 that day and say they will be there in 10 mins. I say that is not going to work. Reschedule for today, 2/28. Aaron Jones calls 5:22, about my appointment at 6. He starts asking me qualifying questions (do i have 90 mins, am i going to buy today, what i want done) and saying he might be coming closer to 6:45. (disclaimer i was a marketing director for a home improvement company for 10 years). I ask him if that's what he is doing and he gets testy and i say i will call him back. I call him back 5 mins later (5:30) and say yeah, come on over 6:45 is good. He then says he might be later then that because he is writing a huge deal and with travel time might be later. I ask where his big deal is, he says Collegeville, i say how that's where my house is, so it shouldn't take you that long in travel time. He says yeah your right and he will let me know when he is on the way.
7:15 phone rings, it's aaron, saying he is in my development but can't find my house. I tell him the number and look outside and he says ok be there in a second. I wait 10 mins nothing. I call the main number, speak to Alfreada (spelling), who tries calling aaron to no answer. So Aaron lied about being in my developement, then just didn't answer the phone. I tried him again to no answer. Alfreada says she can have a sales manger call me in 24 business hours, maybe not till Monday. I left work early, their rep called me to say he was outside (supposedly) and no he is not answering and she can't do anything about it, let alone i can't speak to a manager till Monday maybe. I want to know where aaron was when he lied to me and said he was at my house and couldn't find it and why he did that and why he avoided the calls. What type of people do you have working for you. Avoid at all costs.
As i was typing this, empire called to reschedule my appointment, saying the rep had a schedule conflict, I asked if she knew he had called and i had called them and she didn't. Total Joke

Been in my home for over 30 years, I have had my carpet replaced before and the carpet I had done in my living room 20 years ago looks better than the carpet I had done by empire 4 years ago Empire carpet started coming up all over the place, and they gave me some reason I don't understand why they can't fix it and want to charge me I am so embarrassed having this carpet looking like this in my home it is very noticeable, because everything looks so nice in my home except empire carpet coming up from the floor it makes my home look awful, like I grab some armature off the street to do my carpet and, if it continues to pull up from the floor I soon may have to replace it, this is just awful, never seen anything like this before. Everything is good when your are selling the product but when it fell you don't really stand by it to make it right, and the customer have to live with the bad results

We had family room carpeted about 4 years ago. The seams started coming apart about 1 1/2 year later. Of course it wasn't covered, outside the 1 year warranty. I tried to get them to come out and give me estimate for how much it would take to fix. Called several times, left voice messages, no one ever returned my calls. Now the carpet has stains that wont come up and it is starting to unravel. Of course this isn't covered either. They blamed it on "wicking" and we must have snagged something. Well the unraveling is in multiple spots. Don't think we took a rake over it. They haven't even came out to look at it they said all of this on the phone. They said they would have sales manager call me and come out to give me an estimate to replace at a discounted rate since I was not satisfied with the carpet. Needless to say no one has called me to arrange that appointment. And now the claim person won't even return my calls. Called their main customer service number again and expressed my frustration - let's see if that does any good. Highly doubt it.

Summary - sell pitch is good, installation doesn't last long and the warranty is worthless. Don't expect their customer service to return your calls.

Just some honest feedback from a first time customer. I make an appointment days out and schedule my time around a two hour window 11:00 - 1:00. At 1:00 I receive an automated phone call, which tells me this happens quite often that the sales representative is going to be a half hour late. An Hour later I receive a call that no one can make it out today.
You would think if your business model is online and representatives coming to your home, that this is the one step you can't afford to get wrong as a first impression. You can have the best price, quality and delivery and still loss the business with poor customer service...

I currently have an install date with Empire. However, I may have to make a different decision because I am unable to get definitive Warranty information. The product I am interested in has a 50 Year Limited Warranty. However, after reading it, only the first two years are mentioned in the warranty schedule. Additionally, it is a receding schedule of coverage - Year 1,100% (with stipulations), Year 2,50% (with stipulations). However, no information that details what happens after year 2 and at what percentage, etc.

I have spoken with the Sales Manager (twice) and Customer Service 5 times and they keep referring me to this incomplete information. I am still awaiting another response from a Customer Service supervisor who said that he is referring the question to Warehouse management in my area for a response. Given the big drop in coverage from year 1 to year 2 and the stipulations which are not very comforting, should they decide to just spot replace a damaged area, I'm not sure that I would have entered into this contract with hindsight being foresight.

We have another week to get some answers or I will have to cancel this contract. I'll return to this site to inform how things turned out.

We had our flooring installed in September, it looked terrific. In October we discovered that the wax ring around the toilet did not get reset properly and raw sewage had been leaking through our floor into the basement ceiling for 5 weeks. I called Empire to report the issue and it took an additional 5 weeks for them to approve the mold mitigation work. I am now left with a demolished bathroom and bedroom and Empire will not send an insurance adjuster out so restoration can begin. What started as a exciting home improvement project has turned into an absolute disaster simply because of Empire's unwillingness to accept responsibility and make an effort to part of the solution. I would not recommend this company to anybody.

I got company from Home Advisor was septic because large companies some times give bad service. So I picked a product. Several weeks before installation called confirm. Day before called confirm. Day of installation called 730 am, 1030am both time no greater window than 8 to 6pm. 1130am called ( Candice) was told I was cancelled, now orginally set up appointment in July! So employee said I did not confirm, I answered excuse me called 3 times, then oh the employee forgot to click some box. Well not my fault. Asked for Supervisor, he could not get Baltimore warehouse on phone. Well employee called out so I was cancelled for 100 sq ft bedroom. Mind you I work full time came home Friday pre my room and things are disorganized but this company really does not care. I am only a number. Well left my number, called Home Advisor let them know. Called another carpet company should have went with. Monday if they do not call I have dome enough calling, will go to other carpet company place my order. Mind you I have live with my House disorganize because Empire does not think I am important!. This company needs serious make over. At mid day on work day they cannot reach anyone at warehouse. I am now wondering about product as well.
I would just say enter at your won risk!. I let you know how turns out.

PS My sales man oh no where to be found, guess I was a number and not important as well as well.

Finally I told the Supervisor I work with people over 35 years, Nurse if I had been called 3 times and did this I would be written up or FIRED!

I was in the market for a hardwood floor to replace some worn carpeting.The salesman arrived on schedule and provided a very competitive proposal on the spot. The installers also arrived on schedule and did an amazing job. They worked non-stop for about 5 hours to complete the job. At one point they discovered a problem with the sub-floor which they repaired as a matter of course and with no additional cost. Their workmanship was excellent. Just great from start to finish.

I can't even begin to describe all the things that have gone wrong, but put it this way: everything was supposed to be installed in August, it's now mid October and it still isn't finished,... and what was put in needs to be completely taken up and put in again because they rushed and failed to properly level the floor, and they deleted my comments on their facebook page, never returned phone calls, etc.
Just find a local Contractor that you trust and go with them.